LL

Lisa Lee

available

Last update: 06.09.2022

Client Service Specialist, Customer Service Representative, Account Processing Officer

Graduation: not provided
Hourly-/Daily rates: show
Languages: English (Limited professional) | French (Limited professional)

Attachments

LLResume2019.DOCX

Skills

•    Written Communication
•    Call center experience •    Microsoft Office expertise
•    Google Suite
•    Salesforce
•    Inbound and outbound calling
•    Organizational strengths
•    Clerical support
•    Schedule mastery
•    Process optimization
•    Staff development
•    Time Management
•    Verbal Communication

Project history

09/2015 - 02/2018
Client Service Specialist
Questrade

* Used multiple applications and systems in order to provide service and resolve issues on
behalf of
* Provided consistent client experience and work to resolve client issues quickly
* Investigated and researched solutions to resolve or escalated discrepancies/issues within area
of responsibility based on standard work procedures
* Identified and recommended changes to existing processes and procedures to improve client
satisfaction
* Collaborated with teams, departments and clients to ensure the delivery of efficient,
high-quality service
* Provided coaching, mentoring, and consultation to staff to enhance staff development
* Offered every client knowledgeable and supportive assistance to meet all needs and build
loyalty
* Directed customer communication to appropriate department personnel, in addition to providing
information to resolve inquiries and bolster customer satisfaction

09/2013 - 07/2015
Customer Service Representative
CIBC Investor Services

* Used multiple applications and systems in order to provide service and resolve issues on
behalf of clients and branches
* Provided consistent client experience and work to resolve client issues quickly
* Investigated and researched solutions to resolve or escalated discrepancies/issues within area
of responsibility based on standard work procedures
* Worked with external CIBC partners in order to resolve any client escalated issues
* Assisted other teams within CIBC ISI when the need arises working on Special Projects
* Cross trained in other positions to assist/provide support to other team members/area(s) of
equal value in peak times or on a temporary basis to meet or exceed Service Level Agreements
* Identify and recommend changes to existing processes and procedures to improve client
satisfaction
* Provided coaching, mentoring, and consultation to staff to enhance staff development
* Collaborated with teams, departments and clients to ensure the delivery of efficient,
high-quality service
* Documented conversations with customers to track requests, problems and solutions
* Addressed customer service inquiries quickly and accurately
* Reduced process lags and effectively trained team members on best practices and protocol

01/2007 - 09/2013
Account Processing Officer
CIBC Wholesale Brokerage

* Maintained business relationships and communicate with Internal Clients including Associates
and Senior Directors of Institutional Equities Domestic and London England, Client On Boarding,
Settlement Department, Compliance and Branches primarily to resolve discrepancies/issues to
avoid delays in processing and/or opening of accounts
* Received information from different systems and Branches for processing and opening accounts
in a timely manner
* Reviewed all documents to ensure compliance with CIBC policies and procedures and Government /
Legal requirements and ensure accounts are correctly set up on the system
* Collected measurement information for job function following procedures and guidelines to
track and report to Sr.Officer and/or Supervisor
* Prioritized and organized workload based on risk/severity and documents required to ensure
deadlines are met according to policies and procedures
* Trained new incumbents and/or temporary staff on procedures and guidelines to ensure transfer
of knowledge and consistency in process

01/1992 - 01/1997
Skating Clerk
North York Parks And Recreation

* Supervised the on-ice program with approximately 70 skaters ranging between 3 years of age to
adults
* Managed off-ice administration and paperwork
* Directed on-ice staff of 5 to 10 Instructors
* Organized and allocated staff for different skating programs
* Programmed on-ice activities with Head Instructors
* Registered participants for skating programs
* Instructed skaters between 3 years of age to adults at varying levels
* Delivered an exceptional level of service to each customer by listening to concerns and
answering questions

Local Availability

Only available in these countries: Canada
Looking to work remotely, however some flexibilty to short term travel.
Profileimage by Lisa Lee Client Service Specialist, Customer Service Representative, Account Processing Officer from Toronto Client Service Specialist, Customer Service Representative, Account Processing Officer
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